Enterprise SaaS Customer Success Manager – South Africa

Or client is a leading global enterprise SaaS business providing specialist software and market analytics to the power and energy sector. As they continue to grow across the region, they are looking for a Customer Success Manager based in South Africa to look after and develop their existing client base across Africa.

Location : South Africa (with regular travel across Africa)

Sector : Power & Energy SaaS

The Role

Sitting within the EMEA Sales and Customer Success team, you will own existing customer relationships across South Africa and the wider African market. Your focus will be on retaining customers, deepening their use of the software and growing revenue through renewals, price reviews, upselling and cross-selling.

You will be the trusted point of contact for users and account stakeholders: understanding how they use the product, recommending ways to get more value from it, and making sure every client is well supported throughout their journey. This is a hands-on, client-facing role with significant travel, ideal for someone who enjoys being out in the market meeting customers face to face.

Key Responsibilities

Client relationships & retention

• Build and maintain strong, professional relationships with existing customers across Africa.
• Travel regularly to client sites across the continent for review meetings and in-person onboarding sessions.
• Proactively stay in touch with customers to deliver a consistently high level of support.
• Continuously assess, clarify and validate customer needs as their businesses evolve.
• Deliver a customer retention rate of at least 95%, in line with company targets.
• Meet quarterly targets for face-to-face customer visits.
• Secure a minimum of two customer testimonials per quarter.

Account growth

• Identify opportunities to upsell and cross-sell products and to expand training for existing users.
• Prepare quotations and contract addendums for existing clients.
• Work closely with the Sales Director on events and conferences to build networks and expand accounts.
• Partner with the Support and Finance teams to ensure smooth, timely licence renewals.

Communication & market insight

• Communicate software releases and product updates to customers.
• Share relevant company and market news with clients, as directed by Marketing.
• Feed market trends and customer requirements back to the Development team.
• Run client surveys and analysis, and report findings to Marketing.
• Support the promotion and organisation of User Group Meetings, online workshops and webinars.
• Maintain an up-to-date database of users and account contacts.
• Keep a strong, current understanding of power market news, trends and developments, including the company’s daily market analysis.

Candidate Requirements

• 5–8 years’ experience in Account Management within enterprise SaaS business.
• Proven experience building relationships across Africa and the wider EMEA region.
• Experience selling or managing complex software or technical solutions.
• Knowledge of technical software for data analysis, ideally with consulting or project experience.
• Strong interpersonal presence, with the ability to build rapport at all levels.
• Excellent numeracy and strong computer and web literacy, including advanced PowerPoint, Excel and Word.
• Experience of utilities and energy sector will be an added advantage.

The Ideal Candidate

You will be energetic, intelligent, outgoing and professional, with the drive to hit targets and the flexibility to juggle priorities in a fast-moving environment. You combine humility, honesty and integrity with the confidence to work independently, and you bring solid industry knowledge that customers respect.